FAQs
What is the required experience level for this position?
The ideal candidate should have 3 to 5 years of experience in AI-enabled chatbots and service desk solutions within the airline industry.
What is the work schedule for this role?
This role primarily operates during the day shift and follows a hybrid model.
Is travel required for this position?
No, this role does not require any travel.
What are the main responsibilities of this position?
Responsibilities include training new IT Help Desk Technicians, collaborating with the IT Support Manager, owning special projects, monitoring Help Desk metrics, and handling Level I issues as assigned.
Will I need to train new staff in my role?
Yes, you will be responsible for training new IT Help Desk Technicians and Support staff in business processes and systems.
Will there be opportunities for professional development?
Yes, you will collaborate with the IT Support Manager to mentor and develop resources to build skills and progress within the organization.
What types of projects will be involved in this role?
You will own special projects such as audits, investigations, documentation, as well as participate in software patching and vulnerability remediation.
How will performance be measured in this role?
You will monitor, measure, and provide reporting on Help Desk metrics to ensure that team members are meeting expectations.